New Email ticket

[bobsnee]

Hi,
can someone please tell me how to create a remote Email ticket?

i have setup a otrs 3.0.11 default installation and i have configured Post Master Mail Account that reads from a pop account and that part works.
otrs will fetch mail and create tickets so far so good, but the created tickets has no subject and no from and to and the body of the ticket is the entire mail with headers and all.

How i would like it to work.

1, send mail from a user test@test.com with subject "test" and Body "test"
2,map test@test.com to a quieu test
3, Otrs creats a ticket Ticket#2011112510000091 - test and a body with test

body from the ticket

>From otrs2 Fri Nov 25 14:24:56 2011
Return-Path: <xxx@xxxxx>
X-Original-To: test@test.com
Delivered-To: test@test.com
Received: by xxxxxxxxx (Postfix, from userid 0)
id 1BB72A05A5; Fri, 25 Nov 2011 14:24:56 +0100 (CET)
Subject: Test
To: <test@test.com>
X-Mailer: mail (GNU Mailutils 2.1)
Message-Id: <20111125132456.1BB72A05A5@xxxxx>
Date: Fri, 25 Nov 2011 14:24:56 +0100 (CET)
From: xxx@xxxx (root)

Test

and the output from PostMasterMailboxNet::POP3>>> Net::POP3(2.29)
Net::POP3>>> Net::Cmd(2.29)
Net::POP3>>> Exporter(5.63)
Net::POP3>>> IO::Socket::INET(1.31)
Net::POP3>>> IO::Socket(1.31)
Net::POP3>>> IO::Handle(1.28)
Net::POP3=GLOB(0xad19268)<<< +OK Dovecot ready.
Net::POP3=GLOB(0xad19268)>>> USER otrs2
Net::POP3=GLOB(0xad19268)<<< +OK
Net::POP3=GLOB(0xad19268)>>> PASS ....
Net::POP3=GLOB(0xad19268)<<< +OK Logged in.
Net::POP3=GLOB(0xad19268)>>> STAT
Net::POP3=GLOB(0xad19268)<<< +OK 1 468
Net::POP3=GLOB(0xad19268)>>> LIST
Net::POP3=GLOB(0xad19268)<<< +OK 1 messages:
POP3: Message 1/1 (otrs2/mail.wbt.wmdata.com)
Net::POP3=GLOB(0xad19268)>>> LIST 1
Net::POP3=GLOB(0xad19268)<<< +OK 1 468
Net::POP3=GLOB(0xad19268)>>> RETR 1
Net::POP3=GLOB(0xad19268)<<< +OK 468 octets
New Ticket created!
TicketNumber: 2011112510000091
TicketID: 10
Priority: 3 normal
State: new
Use of uninitialized value $GetParam{"X-OTRS-CustomerNo"} in concatenation (.) or string at /opt/otrs2/Kernel/System/PostMaster/NewTicket.pm line 173.
CustomerID:
Use of uninitialized value $GetParam{"X-OTRS-CustomerUser"} in concatenation (.) or string at /opt/otrs2/Kernel/System/PostMaster/NewTicket.pm line 174.
CustomerUser:
From:
To:
Subject:
MessageID:
Queue: Raw
SenderType: customer
ArticleType: email-external
Net::POP3=GLOB(0xad19268)>>> DELE 1
Net::POP3=GLOB(0xad19268)<<< +OK Marked to be deleted.

Net::POP3=GLOB(0xad19268)>>> QUIT
Net::POP3=GLOB(0xad19268)<<< +OK Logging out, messages deleted.
POP3: Connection to mail.wbt.wmdata.com closed.



Please help im lost..

Regards Mattias

[bobsnee]

Nothing if you jusst want the ticket to go to the default raw queue.
use otrs.PostMasterMailbox.pl -t POP3 or IMAP -s Mail url -u username -p password -d 1

and see what it spits out.

[bobsnee]

crythias,
You dont have any ide why otrs cant parse the mails i send it.. Otrs should handel mail sent from outlook? and jusst parse them and get subject from to and body and then create a ticket?

[crythias]

I split this topic because the other content wasn't relevant to you.
No, I don't know exactly, but it's *likely* it has something to do with the character set of the email. Other than that, I'm not sure I know how to assist.

[bobsnee]

ok.. one thought, PostMasterPostMailbox complaines that it can't find CustomerNo and CustomerUser, how do otrs know what customer it is? is it parsing the from address and trying to map it to a created customers mail address ?

Use of uninitialized value $GetParam{"X-OTRS-CustomerNo"} in concatenation (.) or string at /opt/otrs2/Kernel/System/PostMaster/NewTicket.pm line 173.
CustomerID:
Use of uninitialized value $GetParam{"X-OTRS-CustomerUser"} in concatenation (.) or string at /opt/otrs2/Kernel/System/PostMaster/NewTicket.pm line 174.
CustomerUser:
From:
To:
Subject:
MessageID:
Queue: Raw